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78 | SRA 7.0 User Guide
3. The customer requests assistance by one of these methods:
–
Logs into the Dell SonicWALL SSL VPN Virtual Office and clicks on the Virtual Assist
link.
–
Receives an email invitation from the Technician and clicks on the link to launch Virtual
Assist.
–
Navigate directly to the URL of the Virtual Assist home page that is provided by the
Technician.
4. The Secure Virtual Assist application installs and runs on the customer’s system.
5. The customer appears in the Virtual Assist Assistance Queue.
6. The Technician clicks on the customers name and launches a Virtual Assist session.
7. The Technician’s Virtual Assist window now displays the customers entire display. The
Technician has complete control of the customer computer’s mouse and keyboard. The
customer sees all of the actions that the Technician performs.
8. If at anytime the customer wants to end the session, they can take control and click the End
Virtual Assist button in the bottom right corner of the screen.
9. When the session ends, the customer resumes sole control of the computer.
Installing and Launching Secure Virtual Assist
To install and launch a Virtual Assist session, perform the following steps.
Step 1 Log in to the Dell SonicWALL SRA security appliance Virtual Office. If you are already logged
in to the Dell SonicWALL SSL VPN customer interface, click the Virtual Office button.
Step 2 Click the Virtual Assist button.
Step 3 The first time you launch Virtual Assist, you will be prompted to install the Secure Virtual Assist
plugin and client.
Step 4 Click the Allow button. A plugin installation window displays. Click Install Now. The Secure
Virtual Assist plugin and client installs. You may be prompted to restart your browser.
Step 5 You can now launch Virtual Assist either from the Virtual Office window or from a shortcut that
is added to your Programs list under Window’s start button.